Which action best describes how to respond when a guest's dish is undercooked and they request a remake?

• A. Blame the guest and refuse to remake.
• B. Apologize and offer a discount without remaking.
• C. Apologize, check with the kitchen, offer to remake or replace, and provide an updated ETA.
• D. Remove the dish and do nothing else.

Answer: (C)

When a guest’s dish is undercooked, the main idea is to recover the dining experience with timely, responsible service. Start by acknowledging the issue with a sincere apology, then check with the kitchen to confirm the status and quality of the dish. The best move is to offer to remake or replace the dish and provide an updated ETA so the guest knows when to expect the corrected plate. This approach shows you take responsibility for the guest’s dining experience, upholds food safety and quality, and keeps the service flow moving smoothly. It also reassures the guest that their satisfaction matters and that you’ll communicate clearly about when the fix will be ready. Simply discounting the meal or removing it without a remedy leaves the guest without a proper meal and doesn’t address the problem, while blaming the guest isn’t acceptable in service.